It’s that time again! Time to recognize the shining lights in the contact center industry. We continue to feel incredibly grateful for the thought leaders who help educate, inspire, and motivate other... Read More

According to facts and statistics from website builders, 95% of businesses indicate their customer care has a direct impact on their brand image. Regardless of your sector, your customer care strategy will... Read More

This week Dan Gingiss, author of Winning at Social Customer Care, joined us for a special #ICMIchat. We talked about what it takes to deliver outstanding social media customer service, and we... Read More

The ability of customers to express their opinion about a business online has had a huge impact on reputation marketing. In fact, 84% of customers trust reviews as much as personal recommendations.... Read More

Now that we’re more than halfway through 2017, how are you feeling about your career progress? Is your contact center moving in the right direction? Are you working towards supporting customers in... Read More

An Interview with the 2017 ICMI Global Contact Center Award Winner for Best Social Media Customer Care
“The idea of empowering agents to use live video chat to assist customers is positively... Read More